1 Data Center Infrastructure Remote Monitoring

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1 Page 1 of 7 Service Description: Cisco Managed Services for Data Center Infrastructure Technology Addendum to Cisco Managed Services for Enterprise Common Service Description This document referred to as a Technology Addendum describes the Cisco Managed Services for Data Center. Related Documents: This document should be read in conjunction with the Cisco Managed Services for Enterprise Common Service Description posted at Direct Sale from Cisco If you have purchased the Service directly from Cisco, this document is incorporated into your Master Services Agreement (MSA), Advanced Services Agreement (ASA), or equivalent services agreement executed between you and Cisco. If not already covered in your MSA or equivalent services agreement, this document should be read in conjunction with the Related Documents identified above. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service Description shall govern. Sale via Cisco Authorized Reseller If you have purchased the Service through a Cisco Authorized Reseller, this document is for informational purposes only; it is not a contract between you and Cisco. The contract, if any, governing the provision of the Service is the one between you and your Cisco Authorized Reseller. Your Cisco Authorized Reseller should provide this document to you. The Service This Technology Addendum is designed to be read in conjunction with the Cisco Managed Services for Enterprise Common Service Description that provides a baseline understanding of and sets expectations about the Cisco Managed Services, hereinafter referred to as the Service, provided by Cisco. In addition to the activities and deliverables outlined in the Common Service Description, this Technology Addendum outlines the unique activities and deliverables for the Customer s Data Center Infrastructure that are being managed by Cisco. Both service descriptions should be read in combination to fully understand the scope of the Service being purchased. The Service described herein, along with other optional services are intended to supplement a current support agreement for Cisco products, and only available where all the Managed Components in a Customer s Data Center are supported through a minimum of core services such as Cisco s SMARTnet, as applicable. Cisco will provide the Service described below as selected and detailed on the purchase order for which Cisco has been paid the appropriate fee. Cisco will provide a Quote for the Service setting out the extent of the Service and the term for which Cisco will provide the Service. Cisco will receive a purchase order that references the Quote agreed between the parties and that, additionally, acknowledges and agrees to the terms contained therein. Cisco only provides support for Managed Components, unless specifically noted. For any device, component or solution element not specifically designated as a Managed Component, Cisco shall have no responsibilities whatsoever. This Technology Addendum describes the services capabilities, supported devices, elective changes, and reports delivered.

2 Page 2 of 7 Two managed service packages are available: Standard Managed Services Comprehensive Managed Services These service packages are described in detail in the Common Service Description. In addition to the activities and deliverables in the two service packages, additional Optional Services can be purchased as needed to augment the selected package. The table below outlines the specific activities and deliverables applicable to the Data Center Infrastructure offer as well as the Optional Services available for the Service. Activities / Deliverables Standard Services Comprehensive Services Remote Monitoring X X Backups X X Data Center Infrastructure Reports X X Defined Changes Custom Changes Optional Services X X 1 Data Center Infrastructure Remote Monitoring The Service provides real-time monitoring on supported Data Center Infrastructure devices under the Standard service package and proactively declares incident events for: Unified Fault and Performance Management Data Center Infrastructure availability Data Center Infrastructure performance Data Center Infrastructure capacity Proactive threshold crossing alerts Hardware environmentals Syslog and traps 2 Data Center Infrastructure Backups Backup activities include backup of the supported Cisco NX-OS device s configuration (Cisco Nexus Switching Family Nexus 9000/7000/6000/5000/4000/2000/1000). Cisco NX-OS is the world s most deployed network operating system in the data center. NX-OS backup services do not include the backup of non NX-OS products, or the backup of 3rd party devices and/or software. 3 Data Center Infrastructure Reports The Cloud and Managed Service Platform (CMSP) collects and gathers log and event information from the Managed Data Center Components covered within the Service. This information is compiled and made available via reports on the Portal. Standard reports available are as follows:

3 Page 3 of Top 10 Reports Interface Utilization Error Out monthly interfaces listed in descending order based on how many error packets passed through them in an outbound direction. Interface Utilization Error In monthly interfaces listed in descending order based on how many error packets passed through them in an inbound direction. Interface Utilization Discard Out monthly interfaces listed in descending order based on how many megabytes of traffic have been discarded in an outbound direction. Interface Utilization Discard In monthly interfaces listed in descending order based on how many megabytes of traffic have been discarded in an outbound direction. Interface Utilization MEGs Out monthly interfaces listed in descending order based on how many megabytes of traffic have passed through them in an outbound direction. Interface Utilization MEGs In monthly interfaces listed in descending order based on how many megabytes of traffic have passed through them in an inbound direction. 3.2 Network Level Reports Device Specific Real-Time Reports real-time, device specific reports can graph up to 12 months of device metrics. The data can be exported for analyzing. Examples of data points are CPU utilization, interface statistics, environmental sensor values, memory statistics, and many others. Interface Volume Health inbound volume (octets), outbound volume (octets), inbound errors, outbound errors, and unknown protocols for each managed interface. Raw Bandwidth Report the non-aggregated (raw) data for capacity planning and long-term reporting. The report results are displayed in CSV file format. Infrastructure Report IOS devices, IOS version, flash size, RAM size and modules installed Cisco CPU Memory Usage CPU utilization (%), memory pool utilization (%), memory pool free, memory pool largest free Cisco Sensor voltage level, voltage status, fan state, power supply state, temperature level, temperature status Device ICMP ICMP messages received (per second), ICMP messages sent (per second), ping replies received (per second), ping replies sent (per second), pings sent (per second), ping replies received (per second) Bandwidth Utilization peak and average input and output bandwidth utilized over time. Device IP Statistics IP packets received (per second), IP packets forwarded (per second), IP out requests (per second), no route (per second), fragmentation failures (per second), reassembly failures (per second) Interface Volume Health inbound volume (octets), outbound volume (octets), inbound errors, outbound errors, unknown protocols Interface Error Discards delivered (inbound) packets, inbound errors, inbound discards, outbound errors, outbound discards Interface Throughput Utilization inbound utilization (percent), outbound utilization (percent), inbound throughput (bps), outbound throughput (bps) Interface LAN Errors inbound abort, inbound CRC, inbound frame, inbound giants, inbound ignored, inbound overrun

4 Page 4 of 7 Interface Multicast inbound unicast packets (per second), outbound unicast packets (per second), inbound multicast packets (per second), outbound multicast packets (per second), inbound broadcast packets (per second), outbound broadcast packets (per second) Nexus Switches high capacity alarms, topology changes/root, environmental alarms, link events 3.3 Compute/Virtualization Level Reports Server Asset Details Report server name, model, manufacturer, operating system, operating system revision, total random access memory, percent of memory used, amount of physical memory available, total virtual memory, percent of virtual memory used, amount of virtual memory available Server System Reports and Operating Systems physical and virtual memory stats, CPU usage, interface utilization, file system utilization, configuration reports and change alerts, installed software, running processes, services running/not running, open ports, hardware profile (processors, disks, memory, installed components) for Windows and Linux hosts UCS Device Specific Real-Time Reports Real-time, UCS specific reports that can graph up to 12 months of device metrics. The data can be exported for analyzing. Examples of data points are CPU utilization, interface statistics, environmental sensor values, memory statistics, and many others. UCS Faults Consuming all faults raised by the UCS system. Examples include adapter unit problems, chassis environmental alarms, UCS blade equipment and bios alarms, various fan/power supply alerts, memory alarms, servers discovered/removed/unassociated, port problems, NIC failures, storage capacity, and disk concerns UCS Configuration - tracking and alarming on state change for a subset of devices exposed through the API VMWare Faults - ESX/ESXi and Virtual Center/Sphere errors, Virtual Center/Sphere system utilization, high availability, and DRS performance vmotion Sickness vmotion failures where VM oscillation or flapping occurs Virtualization Infrastructure VMware ESX/ESXI server information, VMs grouped by ESX/ESXI Server and showing info for each VM, including: guest OS; CPU allocation and utilization; memory allocation and utilization; bandwidth utilization; file systems and their utilization VM Health Report Health and availability for VMs showing CPU, memory and network activity VM Migration Report For each VM a history of where it was, where it is now and when it moved VM Interface Utilization Report Bandwidth utilized by each VM and each ESX/ESXI server VM Top Utilization Report CPU, memory and swap for the top most utilized VMs based on resources for CPU, memory and swap per blade or chassis 3.4 Storage Level Reports File Service Performance Details Report server operating system, volume name (logical partition), volume size for each logical storage volume under management.

5 Page 5 of 7 Storage Fiber Switches FC interface status, FC interface errors, FC switch status, SNMP uptime, FC interface utilization, SNMP trap handler. Generic monitor that allows for the capture of SNMP traps from a storage head device and maps to error conditions SAN Standard SAN array disk group status, SAN hardware status, SAN disk shelf status, and SAN controller status NAS NetApp and EMC faults for NetApp and EMC on the following NVRAM, Fan, Temperature, CPU, Disk, Disk Status, and Shares. EMC also includes more hardware and array status alerts Storage Device Capacity Planning Report system name, number of disks, capacity, and percent allocated 3.5 Service Level Objectives (SLO) Reports These reports are used in support of service management initiatives. The data can be used to compile and report on average times and trends for responding to cases of various priorities. The report results are displayed in CSV file format. Mean Time to Notify (MTTN) provides Cisco administrators with data on the length of time for cases to be picked up by the Network operations team and the customer alerted of the event. Mean Time to Begin Analysis (MTTBA) provides Cisco administrators with data on the length of time between a case opening and it being worked by the Network operations team. Mean Time to Isolate (MTTI) provides Cisco administrators with data on the length of time for the Network operations team to identify the cause of a case opened in the platform. Mean Time to Resolve (MTTR) provides Cisco administrators with data on the length of time for case completion. These time attributes provide insight into how long it is taking network management personnel to resolve and close cases of different priorities. 3.6 Application Networking Reports WAAS or ACNS Events WCCP service/cache lost or no-memory/socket, content engine failures for disk, read/write, overloads, various types of WAAS alarm books for critical, major, and minor events WAAS Mobile health events, service/process failures, server start/stop, cache alarms, blackbox/system reports ACE Events real server state alarms or VIP state changes, context, or license problems GSS Events DNS events, peer status, core crashes, or keep alive events CSS Events DNS events, peer status, core crashes, or keep alive events 3.7 General Reports Element Availability Summary interface availability (percent) and device availability (percent) Hardware Inventory Report device name, IP address, type, model, serial number, and the last successful backup to assists administrators in tracking which devices are being backed up; automatically generated the first of every month for the previous month s data. The report results are displayed in Microsoft Excel file format. Monthly Device Availability Report percentage uptime and downtime for the previous two months; runs on the first of each month for the previous two months. For example, a report

6 Page 6 of 7 run on July 1st will pull data for May (referenced Last Period) and June (referenced This Period). The up/downtime percentage is calculated from SNMP system uptime information obtained through polling each device. The report results are displayed in Microsoft Excel file format. 4 Customer Requested Change Management Customers purchase a number of support hours in blocks that can be used for Defined and Custom Scoped Elective Changes. The Customer must have a sufficient balance of support hours on account to cover the requested change. Additional support hours may be purchased if required. 4.1 Defined Changes Defined Changes are categorized into Small, Medium, and Large activities. A Defined Change is a change requested by the Customer and is not the result of Cisco Incident Management and Problem Management processes. The Customer identifies the needed type of change and submits a Defined Change Request on the Portal. Small Defined Change (Type 1) Add configure, change VM resources Administration user accounts VLAN access point changes Medium Defined Change (Type 4) Apply Application patches Configure new VM Deploy new VM from standard template Large Defined Change (Type 8) Upgrade new Hypervisor Upgrade new OS Upgrade UCSM firmware/software 4.2 Custom Scoped Elective Changes Custom Scoped Elective Changes are Customer requested changes that fall outside Incident and Problem (Standard) changes for restoring service. Custom Scoped Elective changes will require a mutually agreed upon statement of work (SOW). Examples of Custom Scoped Elective Change activities include: Patches to Cisco equipment and Cisco applications Configuration changes to Cisco software and devices Investigation and resolution of authentication issues Cisco software upgrades for feature enhancements for security-related purposes Connectivity and path maintenance - Packet capture and traffic analysis - Device mapping and packet flow monitoring Bulk VM Provisioning

7 Page 7 of 7 - Creation and deploying of a large number of VMs from a customer provided Golden Image Capacity Planning Optimization services from Cisco s Advanced Services team - Evaluation of Network performance and current resource utilization - Determining impacts and required modifications to support new applications and services Creation of custom reports - Consultation - Definition - Configuration Creation of custom dashboards - Consultation - Definition - Configuration